Energy bosses (anonymously) get candid about ‘poor’, ‘confusing’ service

The Times reports that a recent interview carried out by YouGov received frank feedback from executives from SSE, E.ON and npower.

Supplying their responses anonymously, energy bosses from both large and small suppliers were quoted admitting customers were “taken for granted, service was poor, and no one bothered to explain the situation to them.”

It was also conceded that the industry “broadly accepts it helped to create the political opportunity that Miliban seized.”

Anti-competitive probe launched

Ofgem cited the rocketing profits reported by the big six since 2009, while little proof could be found that the companies were in turn keeping costs low for customers.

Also, the so-called big six (EDF Energy, E.ON, SSE, ScottishPower, British Gas and npower) are the suppliers of nearly the entire market: 95%.

This announcement of the investigation was welcomed by Director of Consumer Policy at uSwitch, Ann Robinson:

“It is clear from the evidence we have seen that competition is not working well enough and it is absolutely essential that, in order for customers to benefit from competition, we obtain a greater level of engagement.”

Robinson went on to applaud Ofgem’s industry changes to create a more accessible place for consumers by enforcing tools for a simpler, clearer and fairer gas and electricity market.

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